Problem Manager & Strategic Initiatives Lead

Experience Level: Level 3 (senior): 5-7 years
Location: 100% remote, but needs to work EST hours
The Problem Manager & Strategic Initiatives Lead is responsible for overseeing the end-to-end lifecycle of Problem Management within the Enterprise Z Mainframe environment. This role drives root cause analysis, remediation tracking, trend identification, and continuous improvement efforts to reduce operational risk and improve service stability.
In addition to Problem Management responsibilities, this position independently leads strategic initiatives and special projects focused on operational resiliency, automation, governance, process improvement, and service quality. The ideal candidate is a self-motivated leader who can operate with minimal supervision, facilitate management meetings, present to senior leadership, and influence cross-functional teams to deliver measurable business outcomes.
Key Responsibilities
Problem Management

• Lead the identification, analysis, and resolution of recurring issues across Enterprise Z infrastructure and services.
• Conduct Root Cause Analysis (RCA) and trend analysis to identify systemic risks and opportunities for improvement.
• Coordinate long-term remediation efforts and preventive actions across Engineering, Operations, and Application teams.
• Maintain compliance with Incident and Problem Management policies, standards, and procedures.
• Track and report on repeated incidents, rolled-back changes, and recurring operational issues.
• Reporting & Analytics
• Develop and maintain executive dashboards, scorecards, and management reporting.
• Utilize ServiceNow Reporting, Power BI, and Excel to analyze trends, measure performance, and provide actionable insights.
• Produce weekly, monthly, and quarterly reports highlighting key metrics, risks, and remediation progress.
• Drive data-driven decision making through advanced reporting and visualization.

Leadership & Meeting Facilitation

• Independently lead management meetings, governance reviews, and operational discussions.
• Present findings, recommendations, risks, and strategic updates to senior leadership.
• Support managerial meetings that may occur outside standard 9: 00 AM-5: 00 PM EST business hours, including sessions scheduled at 8: 00 AM or 8: 30 AM NYT as business needs require.
• Facilitate cross-functional alignment on action plans, priorities, and remediation activities.
• Train and mentor staff on Problem Management processes, tools, and reporting standards.
• Strategic Initiatives & Special Projects
• Lead or contribute to automation, process improvement, operational resiliency, and risk reduction initiatives.
• Develop executive presentations, business cases, and implementation plans for strategic projects.
• Serve as a key contributor to enterprise-wide Problem Management and governance initiatives.
• Support Change Management and operational readiness efforts as needed.
• Respond to pages for business-impacting incidents owned by the organization, which may occur at any time, and follow standard operating procedures requiring all engaged Enterprise Z personnel to join the designated conference bridge.

Skills & Qualifications
Technical & Reporting Skills

• Strong knowledge of ITIL-based Problem Management processes and best practices.
• Advanced proficiency in ServiceNow, including Problem, Incident, Change, and Reporting modules.
• Advanced Excel skills, including Pivot Tables, Power Query, formulas, dashboards, charts, and data modeling.
• Proficiency in Power BI for dashboard development, reporting, data visualization, and executive analytics.
• Experience with Jira, Confluence, and SharePoint.
• Experience supporting enterprise infrastructure environments, preferably Mainframe operations.
• Analytical & Process Skills
• Expertise in root cause analysis, trend identification, and risk assessment.
• Strong problem-solving and analytical capabilities.
• Ability to translate complex operational data into meaningful business insights.
• Skilled in managing multiple priorities and driving issues to resolution.
• Leadership & Communication
• Excellent written, verbal, presentation, and facilitation skills.
• Ability to confidently lead management meetings and executive reviews.
• Proven ability to influence and collaborate across Engineering, Operations, Infrastructure, Risk, and Application teams.
• Strong executive presence and stakeholder management skills.
• Organizational & Compliance
• Strong organizational skills with the ability to manage multiple initiatives simultaneously.
• Ability to interpret and apply firm policies, standards, and governance requirements.
• Detail-oriented with a focus on compliance, documentation quality, and audit readiness

Preferred Attributes

• Self-starter capable of working independently with minimal direction.
• Strong leadership skills with the ability to drive change and influence outcomes.
• Continuous improvement mindset with a passion for operational excellence.
• Ability to balance day-to-day operational responsibilities with strategic project execution.
• Proven experience leading cross-functional initiatives and delivering measurable business results.

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